The SMS Channel allows you to receive/send SMS messages from/to predefined providers, such as Twilio, Plivo, ClickSend, Clickatell, Infobip, Skebby, Connectel and CSC Telecom.
Agents - belonging to Code SMS - can easily handle SMS interactions as well as any other requests (mail, chat, etc.).
The Admin can monitor in real time all activities taking place in the queues of the SMS Channel and if necessary modify its configuration and workflow in real time.
It can also check the status of agents on all available channels and change it if necessary.
The customer and the agent can exchange SMS messages, resulting in the following benefits:
The customer may use standard SMS systems
Agent interaction occurs within the XCALLY Motion environment
The agent can handle several types of interaction at the same time
The content of the interaction is shared, easily retrievable and managed
All customer information is stored in Contact Management and Customer Journey
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